Company profile
Fortis is an international financial-services provider engaged in banking and insurance. We offer our private, business and institutional clients a comprehensive package of products and services through our own channels, in collaboration with intermediaries and through other distribution partners. This multi-channel distribution strategy gives Fortis the flexibility to address the needs of the customer with regard to accessibility and usability.
Problem
The Retail Banking The Netherlands organization within Fortis wants to position itself as an advisory bank. This implies that it wants to commit its valuable resources to customers that need advice and that are expected to contribute significantly to the returns and results. These customers must mainly be attended to through direct channels at the lowest possible cost.
The goal is to reduce the number of operations through the offices by increasing the number of customers that use the direct channels (a. o. Internet), resulting in cost reduction. To accomplish this goal, professional management information is needed that can be used to control and assigning budgets (including FTE's). In addition, the information is used to manage the development of the direct channels.
Solution
The Basic Operations Monitor is a measuring and reporting instrument that records relevant data regarding the migration of basic operations and reports this down to the office level. Its primary goal is to give insight in the progress of the goals regarding the migration of basic operations (less at the offices with the intervention of an office employee, in favor of the direct channels). Based on this insight, corrective measures can be taken. As a result of the insight in the operations that occur, the number of FTE's needed per office can be recalculated according to additional standardization.
Results
The Basic Operations Monitor gives complete insight in the process of migration of operations at the offices to operations through direct channels, making it possible to improve the assignment of FTE's to the offices. This results in a substantial cost reduction.
Success factors
-
Instant ROI because the Inforay Monitor makes directive contributions to the migration process.
-
All operations per type are reported per office and accumulated per region and head office. This means that a complete overview is always available, which in turn can be analyzed down to the smallest detail.
-
The Basic Operations Monitor is available to the users through a Web browser and can be used without training.
|
